ViaSat

Thank you for bringing Ms [redacted] complaint to our attention Our records show Ms [redacted] contacted Viasat on May 4, because she was experiencing a connectivity issueMs [redacted] was guided through troubleshooting, after which a service call was ordered and scheduled for May 17, On May 17, 2017, Viasat’s Home Service Provider (HSP) contacted Ms [redacted] to advise her appointment would need to be reschedule as there was no technician availableThere was no answer and a message was left requesting callback Ms [redacted] called Viasat on May 18, to report that her service call had not been fulfilledDuring this conversation, Ms [redacted] was informed that the HSP had contacted her to reschedule her appointmentThe Viasat representative rescheduled Ms [redacted] appointment for May 31, and provided her with a $goodwill credit On May 30, 2017, the HSP once again attempted to contact Ms [redacted] to advise her that there was no technician available and to reschedule her appointment, but there was no answer and a message was leftThe HSP made several additional attempts to contact Ms [redacted] to reschedule her appointment between June 1, and June 5, with no response from Ms [redacted] On June 7, 2017, the service call appointment was canceled as the HSP was unable to get in contact with Ms [redacted] On May 24, 2017, Viasat charged Ms [redacted] $in monthly service fees, but the payment failedSubsequently, on June 7, 2017, her account was suspended for nonpayment of service Ms [redacted] called Viasat on June 26, to advise of her connectivity issues, but the call ended before the Viasat representative could fully assist her On September 14, 2017, Ms [redacted] account was disconnected for nonpayment of serviceViasat charged Ms [redacted] $in early termination fees plus the existing balance due on September 24, 2017, but no payment was collectedThis amount remained as a balance due on the account until November 6, 2017, when the account was referred to outside collections for further action As Viasat made an attempt to reach out to Ms [redacted] regarding her service call and have it rescheduled, Viasat does not agree to waive the balance due of $in fullAs resolution to this complaint, however, Viasat will agree to waive $from the balance dueThis is a total of half of her early termination fees ($97.00) plus the failed monthly service fees ($78.91), leaving Ms [redacted] responsible for a balance due of $ Thank you for the opportunity to respond

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessary Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat is the name of our company and we sell Exede services and the plan name is the Liberty We are all one in the sameViaSat understands that the services were not meeting Ms [redacted] needs or expectations so in order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMs [redacted] will receive the prepaid shipping label and box courtesy of [redacted] to return two pieces of equipmentFailure to return the two pieces of equipment will result in $charge for each non-returned pieceViaSat does not remove the satellite dish from the homeThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion surrounding this situation Upon receipt of this complaint ViaSat attempted to locate Mr [redacted] account; however, we were unsuccessful at doing soIf Mr [redacted] could provide the name as listed on the account, the account number, and/or phone number as listed on the account, ViaSat will be able to better assist in getting this resolved Thank You!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I agree to have the LIBERTY 18gb # [redacted] account canceled along with the voipAs of today (2/19/2016) the # [redacted] has not ported overWe will maintain and keep the account with the LIBERTY30gb # [redacted] , as we have no problems with this dish package as of yet Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as NO ADDITIONAL CHARGES INCUR- which is what happened when I accepted the last response. Thank you for your assistance in this matter Sincerely, [redacted]

Well maybe you need to update your system because it was not due to me making payment twice because both times I called in and talked to a live person not one of your computes and fire the man who messed this whole issue up Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The response was not appropriate for a businessThey even stated themselves that on March I received the box to return the equipment and the following day they charged for non returned equipment and then sent it to collectionsThis is not an appropriate action by any means as when I spoke to the customer service to get the box sent to the correct address she said there would be an extension put in for the equipment to be returnedThis was obviously not doneI also do not see how this is safe to have customers climbing on roofs to retrieve their equipmentWe did not have to put it up there, someone else installed it- why should we have to take it down? The company in response to this message simply stated dates of events and no action or resolution to be hadPaying the $is not an acceptable action nor is going to the house where I no longer have access to to climb a roof and retrieve equipment that I was not leasingThe only equipment that is stated in contract as leased is the modem-which was returnedThe tria is part of the monthly service and therefore if want back the company should be responsible for retrieving. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Thank you for bringing Mr***’ rebuttal to our attention As previously stated, the Customer Agreement, signed by Mr [redacted] on June 26, 2015, states that ViaSat may discontinue, add to, or revise any aspects of the service without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr [redacted] during a conversation with a ViaSat representative on January 24, Mr [redacted] is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service, this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planThirty days prior to the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan before the end of their billing cycle if they wished In regards to the email notice about the end of Mr***’ promotional offering, ViaSat incorrectly advised that this email had gone to [redacted] @gmail.com in our previous responseWe apologize for this errorThe email address we have on file for Mr [redacted] is listed as ***[email protected] ViaSat has already offered to switch Mr***’ service to the Freedom plan as a one-time courtesy; however, as it has to be processed through ViaSat’s back-end systems, it may take some timeMr [redacted] should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodation for him As ViaSat is taking action to provide Mr [redacted] with the Freedom plan, per his request, we feel Mr***’ complaint has adequately been resolved Thank you for the opportunity to respond

Thank you for bringing [redacted] ***’s rebuttal to our attention In the previous reply, [redacted] was educated that ViaSat received a call from her on June 30, 2017, at which time she requested a refund for her monthly service fees of $When the ViaSat representative informed her that the charge was valid, [redacted] requested to speak to a supervisor and the call was transferred accordingly During her conversation with a ViaSat supervisor, [redacted] informed that she wanted to disconnect the account due to connectivity issues [redacted] declined to transition her service plan to one that offered more data when asked, and requested the disconnection of the account effective July 19, When she requested a refund for the previous payment, she was informed again that it was a valid fee and would not be refunded Yet again, as ViaSat has no record of [redacted] making contact to disconnect her account prior to June 21, 2017, ViaSat does not agree to issue [redacted] a refund of $for the past two months of services Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused Ms [redacted] indicated that she has been experiencing connectivity issuesOur records show Ms [redacted] last contacted ViaSat on November 1, 2015, stating that she has intermittent connectivityViaSat’s customer care representative started troubleshooting with Ms [redacted] ; however, the troubleshooting steps did not correct the issue so a service call was scheduled at that time ViaSat has not been made aware of any further connectivity issues since November 1, when Ms [redacted] called in The Customer Agreement advises that ViaSat does not guarantee service to be uninterrupted or error-free. Service may be interrupted from time-to-time for various reasons including but not limited to weather conditions at the customer’s home or gateway locationViaSat understands that Ms [redacted] may still be experiencing connectivity issuesIf so, Ms [redacted] may contact ViaSat Customer Care at ###-###-#### and we would be more than happy to assist with troubleshooting by phoneIf ViaSat’s customer care representative is unable to correct the issue by phone ViaSat can send a technician to the home and will waive the $service call charge. Should Ms [redacted] wish to disconnect ViaSat will agree to waive half of the early termination feesThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because:Their error response tells their customer service reps to tell their customers it’s weather issues when I am looking out my window and my weather is clear and sunny We also have [redacted] and do not have loss of service like this Out of a month, we may experience loss of service for a few minutes here or there but with Viasat it is constant We we will be online Offline, buffering then offline all in a matter of a few minutes all the time, everyday It does not matter what time of day or night We have the Gold package which is the heist package you can get The upload and download speeds are terrible When the connection is working correctly which is rare, it is decently fast but that happens so infrequent, I cannot tell you to be honest After talking to many different customer service reps, their responses are standard responses: weather issues, beam issues, buffering, or rebootThe last customer rep said we used all our data in a couple of weeks starting with out new billing cycle because the modem is constantly buffering The modem constantly reboots or I have to reboot it because it turns red We do not stream We cannot stream Cannot hook up our TVs because each time we do, the connections do not stay long enough and we have to constantly put in the passwords One minute Viasat 5g will show up then Viasat 24g will show up, then both will disappear or they will both show up but will be NO connectivity I call customer service, they tell me what I want to hear and I go away until the next time I have to call Well I am tired of calling Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Like I mentioned before, the company did not have my email so therefore I did not see nor read the contract they keep mentioningWhen I called the company the agent kept asking for it because it was not on fileI want my refund, not just the disconnectionEven if you ask the technician, the signal was horrible and I had no internet connectionI still want my refund Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat The Vacation (Hibernation) package is a low cost product for customers who may be gone from the location where the ViaSat service is installed for a long period of timeThe Vacation plan suspends the internet service at $a month, plus applicable taxes and a $monthly equipment lease feeThe Vacation plan can be active for a minimum of days and a maximum of days in a rolling 12-month period (i.eSeptember 3, - September 3, 2017)If a customer has been on the Vacation plan for the maximum days and does not call ViaSat to resume regular service, ViaSat will automatically restore the service to either the plan the customer was on before or the lowest-priced plan available in their area Our records show Mr [redacted] called ViaSat on November 16, 2015, at which time his account was transitioned to the Vacation plan, per his requestMr [redacted] ’s service remained on the Vacation plan until May 16, 2016, when he called to resume regular service on the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee On November 15, 2016, Mr [redacted] called and had his account placed on the Vacation plan once againThe plan was active on his account until December 28, 2016, when it was transitioned back to the Exede GB plan Mr [redacted] was charged $in monthly service fees, including prorated charges based on his service transition, on January 16, He contacted ViaSat via online chat twice the same day regarding the charge and his service planDuring both conversations, the ViaSat representatives attempted to explain to Mr [redacted] why his account had been removed from the Vacation plan, but the chats dropped each time ViaSat received a call from Mr [redacted] on January 17, regarding his service plan, at which time he was informed that his account had been removed from the Vacation plan because he had exceeded the maximum daysMr [redacted] was also informed that he would be unable to receive the Vacation plan again until May This information was reiterated to him by two supervisorsWhen Mr [redacted] requested the disconnection of his account, he was transferred to a member of ViaSat’s Retention Support Team for further assistanceDuring this conversation, the ViaSat representative offered to transition Mr [redacted] ’s service plan to the Essential GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee, and provide him with a credit of $off his bill per month for months to lower his bill to the Vacation plan priceMr [redacted] accepted this offer Our review of the account shows that Mr [redacted] ’s account should not have been transitioned from the Vacation plan at this timeWe apologize for any frustration this may have caused him to experience As resolution to this complaint, ViaSat will transition Mr [redacted] ’s account back to the Vacation plan and provide him with a refund of $from the payment he made on January 16, The $is the difference between the Exede GB plan and the Vacation planHowever, Mr [redacted] should be advised that since we are transitioning his service to the Vacation plan, the retention offer of $off his bill per month for months will be cancelled Mr [redacted] ’s account has been transitioned as of January 18, If Mr [redacted] has any further issues regarding the Vacation plan service, he may contact ViaSat’s 24-hour Customer Service Department at 1- [redacted] in reference to ticket no Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on October 10, and available at exede.com/legal, advises that ViaSat does not guarantee that the service will be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayThe Customer Agreement also requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Our records show Ms [redacted] contacted ViaSat on November 8, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingUnfortunately, the ViaSat representative was unable to resolve Ms***'s connectivity issues, and a service call was orderedMs [redacted] was also provided with a $goodwill credit for her issues ViaSat's technician went out to Ms***'s home on November 11, with no issues found with ViaSat's system Ms [redacted] called back on November 22, with an issue with her connectionOnce again, she was guided through troubleshooting, after which a service call was ordered and Ms [redacted] was provided with a $goodwill creditDue to an error, the service call order did not post into ViaSat's systemMs [redacted] called back into ViaSat on November 24, because her service call had not been fulfilled, at which time she was advised of the issueAnother service call was successfully placed at this time, and Ms [redacted] was provided with another goodwill credit of $ ViaSat's technician went out to Ms***'s home on November 28, and realigned her dish Our review of Ms***'s account as of December 4, shows that there are no current diagnostic issues with her serviceWe do show that Ms [redacted] has approximately eight devices connected to her wireless networkShe should be advised that having multiple devices connected to her wireless network can degrade her service speed and signal quality within her home If Ms [redacted] chooses to move forward with the disconnection of her service, ViaSat does not agree to waive any portion of her early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attentionEach customer has access to Viasat’s Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show MsSeon [redacted] electronic signature on the Customer Agreement dated February 14, 2017.The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On April 12, 2018, Ms [redacted] contacted Viasat to state that she was moving, and would like to disconnect her servicesShe declined an offer to move and reconnect her Viasat servicesA Viasat representative read disconnection disclosures to Ms [redacted] , including information about her early termination feesMs [redacted] stated that she believed she had signed a one year contract, and was advised that Viasat does not offer one year contractsShe was also advised to contact her Viasat authorized dealer in regards to paying at installation, as Viasat had not charged that amount to herMs [redacted] chose to proceed with her disconnection, and it was processed the same dayOn April 16, 2018, Ms [redacted] was charged $for early termination feesViasat was successful in taking her payment for the amount the same dayIn resolution to this complaint, Viasat will agree to refund half of the early termination fees in an offer of goodwill in the amount of $This refund was processed on April 20, 2018, and will take three to five business days to be seen.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] response to our attention.Per Viasat’s previous response, in resolution to this complaint, Viasat would like to offer Mr [redacted] a free service call in order to determine the cause of any possible issues he may be experiencing with his services. We apologize that Mr [redacted] feels that he was unable to receive resolution with his previous complaint, and for any inconvenience this may have caused Mr [redacted] . However, Viasat still believes that as Mr [redacted] has not yet granted Viasat the opportunity to resolve any issues with his service as required per the Customer Agreement, no early termination fee waiver is due at this timeIf Mr [redacted] would like to take advantage of this offer of his free service call, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] . Thank you for the opportunity to respond.

Complaint: [redacted] I am rejecting this response because: I was not given the option to have the problem solvedI was told that all the usage was use in a period of four daysWhich she saw that there was a problem with the internet My question was not properly answered which was How could the usage be used if the service wasn't working properly I also argued that it was unethical for me to have to pay an overage charges in the effort to service the unit.I feel and felt that I was not offered any service for my trouble And when their supervision MsTina failed to rectify this matter and she was rudeI clearly felt that because they had an agreement they didn't have to offer a solution other then pay extra and we'll fix itI had to get another carrier for internetI lost time and money not to mention being insulted Sincerely, Tamelia [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused. Ms [redacted] contacted ViaSat on May 13, to request the disconnection of her ViaSat accountDuring this conversation, Ms [redacted] was advised that the account was disconnected; however, due to a system error the account remained active. Upon receipt of Ms [redacted] Revdex.com complaint, ViaSat looked into the error occurring while attempting to disconnect her accountThis error has since been resolved, and her account has been disconnected as of today, July 29, Additionally, the past due balance of $has been waived, and is not owed by Ms [redacted] Her account has not been sent to any outside collections agencies, and when her bill cycles on August 20, 2016; her account balance will be zero. Again, we apologize for any confusion or frustration this situation may have causedThank you for the opportunity to respond